Lead Management Frequently Asked Questions

Common questions about creating and managing sales pipelines and leads in Zipper. Find answers to questions about workflow creation, lead tracking, journey management, and pipeline organization.

Product Capabilities and What It Can Do

Q: What can I do with lead management?

A: Lead management allows you to:

• Create custom sales pipelines with multiple stages
• Track leads through your sales process
• Manage lead journeys with timeline tracking
• Search leads across your organization
• Link leads to customer roster entries
• Track lead sources and interactions
• Automate lead progression through workflows

Q: Can I create multiple sales pipelines?

A: Yes! You can:

• Create multiple workflows for different sales processes
• Organize leads by product, service, or sales type
• Customize workflows with multiple stages
• Track leads through different pipelines independently

This allows you to organize leads by different sales processes or products.

Q: What information can I track about leads?

A: You can track:

• Customer Information: Name, email, phone number
• Source: Where the lead came from
• Status: Current workflow state
• Journey: Complete timeline of lead progression
• Metadata: Additional custom information
• Roster Link: Connection to customer roster entry

Q: Can I track lead interactions?

A: Yes! You can:

• Add steps to lead journey timeline
• Track state transitions (when leads move between stages)
• Record customer interactions
• Maintain immutable journey history
• View complete lead progression over time

Journey tracking helps you understand how leads progress through your sales process.

Q: Can I link leads to customers?

A: Yes! You can:

• Link leads to existing customer roster entries
• Connect leads to customer records
• View customer information from leads
• Track lead conversion to customers

Linking helps you connect leads to your customer database.

How to Use the Product

Getting Started

Q: What do I need before I can manage leads?

A: Before managing leads, you should have:

• An active organization account at https://app.joinzipper.com
• Permission to manage leads (you need the "manage-leads" permission)
• A workflow created (default workflow is initialized automatically)

You can start managing leads immediately once you have the required permissions.

Q: How do I get started managing leads?

A: To start managing leads:

1. Log in to https://app.joinzipper.com
2. Go to Leads (or CRM → Leads)
3. View default workflow (initialized automatically)
4. Create your first lead or start using existing workflows

Default workflows are created automatically, so you can start tracking leads immediately.

Common Tasks

Q: How do I create a lead?

A: To create a lead:

1. Go to Leads → select workflow
2. Click Add Lead (or Create Lead)
3. Enter lead information:
   • Name: Customer name
   • Email: Customer email
   • Phone: Customer phone number
   • Source: Where lead came from
   • Stage: Initial workflow stage
4. Click Save

The lead will be created and added to your pipeline.

Q: How do I move a lead to a different stage?

A: To move a lead:

1. Go to Leads → find the lead
2. Click on the lead to view details
3. Find Move to Stage (or stage selector)
4. Select new stage
5. Add journey step (optional)
6. Save changes

The lead will move to the new stage, and a journey step will be recorded.

Q: How do I add a step to a lead journey?

A: To add a journey step:

1. Go to Leads → select lead
2. View lead details
3. Find Journey section
4. Click Add Step (or update lead with journey item)
5. Enter step details:
   • Stage: Current stage
   • Notes: Step description
   • Date: When step occurred
6. Save step

Journey steps are immutable and maintain complete lead history.

Q: How do I search for leads?

A: To search leads:

1. Go to Leads
2. Use Search field
3. Enter search term (name, email, phone, etc.)
4. View filtered results

Search helps you quickly find specific leads.

Q: How do I link a lead to a customer?

A: To link a lead:

1. Go to Leads → select lead
2. Edit lead details
3. Find Roster Link or Customer field
4. Select customer from roster
5. Save changes

Linking connects leads to your customer database.

Configuration and Settings

Q: How do I create a custom workflow?

A: To create a workflow:

1. Go to Leads → Workflows (or workflow management)
2. Click Create Workflow
3. Enter workflow name
4. Add stages:
   • Click Add Stage
   • Enter stage name
   • Set stage order
5. Save workflow

Custom workflows help you organize leads by sales process.

Q: How do I add stages to a workflow?

A: To add stages:

1. Go to Leads → select workflow
2. Edit workflow
3. Click Add Stage
4. Enter stage name
5. Set stage order
6. Save workflow

Stages represent steps in your sales process.

Troubleshooting

Q: Why can't I create a lead?

A: You might not be able to create leads if:

• You don't have "manage-leads" permission
• No workflow exists
• Required fields are missing

Solution: Check your permissions, ensure a workflow exists, and fill in required fields.

Q: Why don't I see leads in my pipeline?

A: Leads might not appear if:

• No leads have been created yet
• Leads are filtered out
• You're viewing the wrong workflow
• Search filter is active

Solution: Create leads, check filter settings, verify workflow selection, and clear search filters.

Q: Why can't I move a lead to a different stage?

A: You might not be able to move leads if:

• You don't have permission to manage leads
• Target stage doesn't exist
• Lead is in a locked state

Solution: Check your permissions, verify stage exists, and check lead status.

Q: Why don't I see journey steps?

A: Journey steps might not appear if:

• No steps have been added yet
• Steps are filtered out
• Lead doesn't have journey history

Solution: Add journey steps, check filter settings, and verify lead has journey data.

Edge Cases and Advanced Usage

Q: Can I have multiple workflows?

A: Yes! You can:

• Create multiple workflows for different sales processes
• Organize leads by product, service, or sales type
• Track leads through different pipelines
• Customize workflows independently

Multiple workflows help you organize leads by different sales processes.

Q: What happens if I delete a lead?

A: When you delete a lead:

• Lead is removed from your pipeline
• Journey history is preserved (depending on configuration)
• Roster link is removed
• Lead data may be archived

Important: Be careful when deleting leads, as this action may be irreversible.

Q: Can I edit journey steps?

A: Journey steps are immutable:

• Steps cannot be modified once created
• Steps maintain accurate lead history
• You can add new steps to correct or update information
• Immutability ensures data integrity

Immutability helps maintain accurate lead history.

Q: How do I track lead conversion?

A: To track conversion:

1. Move lead to "Converted" or final stage
2. Link lead to customer roster entry
3. Add journey step documenting conversion
4. Track conversion metrics

Conversion tracking helps you measure sales effectiveness.

Q: Can I import leads?

A: You can:

• Create leads manually
• Import leads from forms
• Create leads from other sources
• Bulk create leads (if supported)

Import helps you capture leads from multiple sources.

Q: How do I analyze lead performance?

A: To analyze performance:

1. View pipeline by stage
2. Track conversion rates through stages
3. Analyze lead sources
4. Review journey patterns
5. Measure time in each stage

Analysis helps you understand and optimize your sales process.

Q: Can I automate lead progression?

A: Yes! You can:

• Create automations triggered by lead state changes
• Automate lead nurturing workflows
• Send communications when leads move through stages
• Update lead information automatically

Automation helps you nurture leads automatically.